Matching Process
The matching process is the most important step in handling found items. During this step, your organization determines whether the claimant is the rightful owner. Because this is a sensitive and critical step, the process must be carried out with great care. Below are the instructions for completing the matching process.
When the Possible Owner Is at the Lost & Found Desk
If a claimant reports to your front desk stating they have lost an item:
Ask the claimant what they have lost.
Let them describe the item in their own words.Check iLost for a matching item.
Use the search bar to look up items by title (e.g., bag, suitcase) or by verification characteristics.
When the Item Has Been Found in iLost
If you find a matching item in your iLost account and the claimant’s description corresponds with the verification characteristics, you can confirm a match.
Next steps:
Ask the owner to identify themselves.
Verify their identity according to your organization’s procedures.Click “Owner at front desk.”
This marks the item as collected directly at your location.Record the owner’s contact information.
Add any relevant details your organization requires, such as an email address or phone number, in case you need to reach the owner in the future.Click “Complete.”
This finalizes the handover in the system.Return the item to the owner.
When the Item Has Not Been Found
In some cases, lost items are not handed in immediately. If the claimant’s item is not yet listed in iLost, inform them that they can continue to check iLost in the following days. The item may be found and reported later.
Sending a Match Confirmation Directly (When the Owner Is Already Known)
If you already know who the owner of a found item is, you can choose to send the match confirmation email directly. This allows you to bypass the regular matching process entirely. The owner will receive a match email and can immediately choose a return option. You can send the match confirmation:
During item registration, by clicking the “Owner already known?” button, or
After an item is registered, via More actions → Send match confirmation.
This method ensures a faster and more convenient return process when no verification is needed.
Processing Claims on Items
When visitors realize they have lost something, they often search online for your organization’s contact details. Instead of calling, they can directly check whether their item has been found by visiting your iLost page. For more information on how to communicate iLost to your visitors, you can request the iLost Communication Manual.
Viewing Incoming Claims
Claims submitted by possible owners appear under the “Reply” tab in the iLost application. Open the claim to view the claimant’s description in the chat screen and compare it to the item’s verification characteristics.
When It Is Clearly a Match
If the claimant’s description corresponds with the verification characteristics and you are confident that the claimant is the rightful owner, you can confirm the match.
Steps:
Click “Owner”.
Optionally, edit the automatically generated message.
Click “It’s a match.”
Once confirmed, the owner will receive a match email from iLost.
This email includes:
Confirmation that the item belongs to them, and
A link with instructions for selecting a shipment option or announcing a pick-up appointment.
When It Is Clearly Not a Match
If the claimant’s description does not correspond with the item’s verification characteristics, there is no match.
To reject the claim:
Click “No match.”
Optionally, edit the automatically generated message.
Click the blue “No match” button to confirm.
The claimant will then receive an email from iLost informing them that they are not the owner of the item they claimed.
When You Are Unsure Whether Someone Is the Owner
If the information provided by the claimant matches the item but is not sufficient to confidently determine ownership, iLost recommends asking the claimant for additional details.
For example:
If the claimant says “It has a keychain,” this may match the item, but it is too general and may also be visible in the photo. Such information is not enough to confirm ownership.
In these situations, never confirm a match.
To request additional verification:
Click “Ask a Question”.
Enter a follow-up question in the text box.
Ask for information that can be checked against the internal control characteristics.
Click “Send.”
The claimant will receive an email with your question.
Once they respond, you will receive a notification and the item will reappear under the “Respond” tab.
Wrong Match or Reversing a Match
If a match has been confirmed but you later discover that the claimant is not the rightful owner, it is important to correct this as quickly as possible. Once a match is made, the claimant can immediately request and pay for shipment—so swift action is essential. To undo an incorrect match:
Click the “Unmatch” button.
The match will be removed, and the item will once again be available for other claimants.
When the Wrong Match Becomes Apparent at Pick-Up
Sometimes a match appears correct online, but it becomes clear during pick-up that the claimant is not the owner. In this case, please contact iLost Support. iLost can undo the match so the item becomes visible again for other potential owners.
When You Rejected a Claim but the Claimant Is the Owner
If you previously clicked “No match” but later determine that the claimant is the rightful owner, simply click the “Owner” button at the top of the chat screen to confirm the match.